1win Casino - Hráčův vklad nebyl nikdy připsán na její kasino účet.

My money didn't go into my account.

Meu dinheiro não caí em minha conta

Dear samantaamorim1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Hello, samantaamorim1!

We're sorry to hear about your problem. 

If you have a problem when recharging your account, write about it to the company's e-mail contact@1win.xyz

Provide your game account ID and attach your payment receipt. Specialists will sort out the situation and will definitely help you to solve the problem. 

We apologize for the inconvenience.

Best regards, 1win team.

Dear samantaamorim1,

Have you contacted the casino and provided requested documents, please?

Dear samantaamorim1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.